Guest Relations Manager – Luxury Resort

About the role

We are looking for an experienced Guest Relations Manager to lead the Guest Relations department at our luxury resort in Flacq, Mauritius. The role oversees all guest interactions, ensuring premium service standards and memorable experiences for discerning clientele.

Key responsibilities

• Lead, mentor and develop the Guest Relations team, setting performance standards and managing rosters.
• Own the complete guest journey from pre‑arrival to departure, delivering personalised service and handling VIP and special‑guest arrangements.
• Monitor guest feedback, online reviews and satisfaction surveys, driving service recovery and continuous improvement.
• Maintain accurate guest profiles in the PMS/CRM system and ensure relevant information is communicated to all operational departments.
• Coordinate with Front Office, Housekeeping, F&B and other areas to guarantee seamless arrival experiences and special occasions.

Required profile

• Diploma or Bachelor’s degree in Hotel Management, Hospitality or related field (preferred).
• 5–7 years of experience in Front Office or Guest Relations within a 5‑star hotel or luxury resort.
• 2–3 years in a managerial position overseeing guest relations or front office teams.
• Proven track record managing VIP guests, service recovery and guest profiling.

Required skills

• Proficiency with PMS/CRM systems and guest profiling tools.
• Strong knowledge of luxury hospitality standards and guest experience best practices.